Specific Cases

Accident, legal problem, assault, loss of immigration documents:

We regret the inconvenience. We ask you to send us an email to yourexperience@volaris.com with an official document that supports your situation. Once we receive your request, we will evaluate it and an agent will contact you to provide the corresponding assistance within a period of less than 48 hours.  

My pet is not allowed on the flight:

In those cases we give you the following alternatives:

• Leave the pet with a relative
• Make a change of flight covering the corresponding tariff leveling  

Medical problem (hospitalization, accidents, illnesses, etc.): 

You must send your medical prescription letterhead with the medical certificate of the treating doctor where the dates are specified during which you are not authorized to make the trip to yourexperience@volaris.com.

Not sending these documents in full and on time, the lack of response on your part or taking the flight may encourage our resolution procedures, or make us unable to help you resolve this situation.  

Death:

To analize the case, you will need to send the following documents to yourexperience@volaris.com:

• Death certificate
• Official identification of the family member, payer or the traveling client
• Birth certificate or marriage that proves the relationship with the deceased person

Not sending these documents in full and on time, the lack of response on your part or taking the flight may encourage our resolution procedures, or make us unable to help you resolve this situation.  

Loss of flight:

You must go inside the airport with the staff of Volaris where you will be offered the corresponding alternatives